Service Desk Manager, Jobs, Scotland, Glasgow, 5782

Service Desk Manager - Glasgow

Competitive salary + Fantastic Benefits - Technology - IT- Support
Ref: 5782 Date Posted: Monday 15 Oct 2018
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Nine Twenty Technology are delighted to be working with their global technology solution provider client based on the outskirts of Glasgow in the recruitment of a Service Desk Manager. 

The Service Desk manager is responsible for the overall responsibility of the Service Desk. 

You will be managing all customer SLA and KPI targets. You will ensure that the service desk maintains a best practice approach and working to the highest standards. 

What's in it for you:

  • Competitive Salary 
  • Flexible benefits options 
  • 4% Matched pension contribution 
  • Buy and sell holiday options
  • 25 days + PH 
  • Fantastic progression route 

Responsibilities/Accountability:

  • Responsible for key client service centres
  • Deliver high quality help desk service working with external supplies
  • Log issues and resolve SLAs
  • Responsible for all SLA's AND KPI's being achieved
  • Deliver outstanding customer service experience 
  • Identifying customer specific or on-going issues, determining a strategy to address the situation
  • Evaluating and improving departmental processes and procedures through continuous review and assessment
  • Identify and act on new opportunities to improve business, existing processes, work methods, shift left opportunities, CSIP and cost reductions
  • Liaise with key customers, account managers, SDM’s and colleagues, providing guidance and advice in support of customer issues
  • Manage all training and developmental needs of the team
  • Work with management team to develop effectiveness and efficiency and longer term strategic goals for the company

Skills/Experience:

  • Proven track record of Service Desk Management within a service provider environement
  • Proven experience at managing a true 24x7x365 technical support team
  • Knowledge of business processes and procedures
  • Experience of managing a team
  • Strong leadership skills
  • Passionate about delivering excellent customer service
  • Problem-solving skills and an analytical mind
  • Excellent client relationship management with strong ability to identify and manage risk
  • Sound understanding of ITIL service management methodologies

Qualification/Certification requirements

  • Educated to Higher National or degree level
  • ITIL foundation or equivalent

To apply for this position, please click below or call Nine twenty and ask for Sophie.